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:02/24/2025

  Type:Product 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 have used KB for multiple procedures beginning in July 2024. For one procedure, I needed to prepay a large sum. I never got the procedure so I expected that money to be returned to me. ** kept the funds and said that my insurance never provided them with reimbursement, though that was not true at all.There is no direct number to call their billing and insurance department, just the 1855 #. I reached out to several people via their online portal multiple times for multiple months and have been given the run around. There has been no solution and I still have not been refunding nearly $8000. KB billing and insurance have no sense of urgency. While the clinician team has been great, I will no longer be utilizing this company for future needs due to their inability to care about patient refunds.

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Kindbody regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This is for Kindbody insurance, not a physical Kindbody fertility clinic. Kindbody is a 3rd party insurance vendor that provides coverage of infertility treatments through our current employer plan. Our coverage includes a $22,000 lifetime maximum for reimbursement of donor products, including donor eggs. We confirmed we would be reimbursed for $22,000 prior to purchasing eggs. Our reimbursement claim was submitted on 10/30/24 confirmed to be received through the online portal system on 11/4/24. We were told there is a 14 business day period for the claim to be processed/approved, and up to 10 weeks after the claim is approved to receive our check. We confirmed after we submitted the claim that our expenses for purchasing donor eggs exceeded $22,000 and we would only be reimbursed for $22,000. We've exceeded the expected timeline for reimbursement. Kindbody keeps submitting our claim to United Healthcare for reimbursement instead of reimbursing us ourselves. We have contacted UHC multiple times and they have confirmed they will continue to deny the claim each time it is submitted by Kindbody. Kindbody has stopped responding to our online portal messages- last communication was 2/6/25 telling us that our claim was approved for reimbursement, then hours later saying it was again submitted to *** and processing. All of this is documented in our uploaded supporting documents. We have contacted the ***********************- they have no jurisdiction since the plan was issued out of *******. The ********************** has contacted our employer on our behalf and we have gotten nowhere. Our employer benefits ****** has contact Kindbody and was told they're working with *** to process the claim- we called UHC again tonight (2/11/25) and they confirmed nothing is documented to support this. They also re-confirmed they'll continue to deny the claim.

  Customer Answer

  Date: 03/09/2025

  At this time, I have been contacted directly by Kindbody regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  UHC has paid Kindbody but Kindbody has still not paid me. Kindbody has not provided me with an expected payment date. They said it can take some time. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  **** *******

• Initial Complaint

  Date:01/21/2025

  Type:Product 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.

  On 5/7/24, I had a procedure at Kindbody in ******************. I was billed for this by Kindbody as well as it was billed to my insurance. After investigating, it was confirmed Kindbody was paid twice for the procedure. On 9/25/24, I submitted a reimbursement request for $530 which is the double paid portion. On 10/2/24, they replied saying they would fulfill this in 45 days.On 11/16/24, I informed them the 45 days had expired and I had not received a payment for follow up. They advised I should receive my refund by 12/13/24.On 12/14/24, I again informed them I had not received my reimbursement nor an updated delivery. They apologized and said they would escalate the issue.From this point through 1/16/25, there were many exchanges of asking for an update with a reply if they are escalating with an apology. On 1/16/25, I informed them that if I did not receive a commitment date for resolution on 1/17/25, I would submit a complaint & request for resolution to the better business bureau. On 1/17/25, I received again an apology and note of escalating the issue.That leads me here with this complaint and request for resolution of a request for refund from a procedure 8 months ago with a request for refund nearly 4 months ago.I can provide copies of the communication with Kindbody as needed. All communication has been with *** who is the ****** ********* Kindbody *************************

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I never received a follow up communication from BBB; but, I have now received resolution of the issue probably due to raising the complaint. I have received a refund and account correction from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair 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.

  (Note: we contacted Kindbody accounting, admin and medical **** and ******) I contacted Kindbody in November regarding a bill I received in November for a service purportedly on July 31st. no one responded. Ever. I contacted the provider they used, ******, who said to call KindbodyWe called thrm today and were hung up on by a receptionist who would not transfer us to accounting like we requested. Why? We never requested this service and to date haven't received the results in question on their portal and the results or test was not brought up when my partner had his mandatory consult after the results came in for the services we were aware that we were being billed for. (This bill is allegedly for genetic testing which we did not want, need or approve) today we asked for proof that we consented to this add'l service and we asked for the results to be posted to our dashboard. We were told we needed another consult to get the results (we would never do this, it's 7 months later and we cut ties with Kindbody in August because of a lack of communication). Bottom line if we are ultimately stuck with this bill we need 2 things or we will not pay for services not rendered: 1) proof that we consented 2) THE RESULTS. This is basic. We won't pay for something not received. This bill is from ******, but Kindbody requested it and sent our blood to be tested for genetics which is beyond what we agreed to. In fact, when their insurance **** scheduled the appt, they told us my insurance would cover the consult and that we had to pay $200 out of pocket for the blood test, which we paid for. They never mentioned genetics testing or related pricing. Why would they tell us about the cost for bloodwork but not tell us about the cost for genetics which is considerably more?Depending on the outcome, we may need to file a complaint against ******, too. Now, we hold Kindbody accountable because they are withholding these supposed results, & the unauthorized request originated fromthem

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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'm starting the process for *** on December 6 and since November 6 I have been trying to get in touch with a financial coordinator to discuss the pricing. However, ***** has gotten back to me with an answer despite multiple calls and messages through the portal. I need to know the cost of services prior to starting treatment and if I don't hear back before December 3rd this will cause me to have to cancel. My insurance benefits end Dec 31 so if I miss this deadline I wont be able to do ***. Time is of the essence and it's unprofessional for weeks to go by with no answer as to my costs

• Initial Complaint

  Date:08/21/2024

  Type:Product 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.

  On June 18, I scheduled a new patient consultation with Kindbody online after being enticed by their 20% off promotion for egg freezing, which was prominently displayed on their website: ********************************************** (Home page, services, egg freezing which is what I opted to do). I proceeded with the necessary steps to start my journey, including blood work, baseline ultrasound and blood test, and by July 11, I signed the contract for the treatment. The total amount was deducted from my account in full at that time. The main reason I opted to pay in full was to take advantage of the promotion.Despite this, I was initially sent a DocuSign document indicating a charge of $8,400. The Kindbody team assured me that this amount was a standard contract figure and that I would be charged less, reflecting the advertised 20% discount. However, upon reviewing my billing statement, I discovered that I was only granted a 5% discount for prompt payment, not the advertised 20% as I had expected.With less than 24 hours remaining before my egg retrieval procedure, I have attempted to resolve this issue. For the past 48 hours, I have visited my local Kindbody location and made numerous phone calls, yet I have received no response from the finance team.I kindly request that the BBB investigate this matter and assist in ensuring that I receive the appropriate refund to reflect the 20% promotion that was promised. KINDBODY TICKET NUMBER ***** Thank you for your attention to this urgent issue.

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kindbody regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/19/2024

  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.

  Have and insurance issue due to getting married. Requested multiple times to update my insurance changes which were not updated. KINDBODY continuously send me bills to my home after the update. NO one will respond to my emails and phone calls. I feel kindbody is a money grab company with no customer service. You hardly reach a real person and never connect with one who cares. All my messages have not responded to. This is really great stressor while being 8 month pregnant and worrying about bills. Highly not recommended for a fertility company to do business with. I HOPE THIS SAVES SOMEONE FROM USING THEM...NO MORE STRESS. AND KINDBODY if you are reading this stop sending me bills and respond to my messages and call me back.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair 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.

  Kindbody is a joke. Understaffed. No bed side manner. And just straight up money hungry. Just when we think our nightmare is over they contact us again asking for money for a non existent charge. Bringing up painful memories. 0/10. Do not recommend

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kindbody regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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.

  Kindbody overcharged me by $270 for services and has failed to refund my money. I was told a check would be sent to me and I have yet to receive it. I have sent numerous messages and continue to receive the same we are looking into it statement. This has been going on for well over 3 months.

  Customer Answer

  Date: 08/05/2024

  At this time, I have been contacted directly by Kindbody regarding complaint ID ********, however my complaint has NOT been resolved because:

  They have yet to refund my money or give me any indication on when it will be refunded.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

• Initial Complaint

  Date:07/09/2024

  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.

  The first time I went to kindbody was in April of 2023. At this time, they assured me at the initial visit I only had to pay a copay (which I paid) for an office visit. Fast forward to 13 months later (May 2024) when kindbody sent me a $400 bill for my April 2023 visit trying to bill me for individual services instead of an office visit. Why was a bill sent 13 months after an appointment? After emailing and calling the billing department numerous times, I have yet to get a tangible response as ** constantly told someone will get back to me in 5 days, and big surprise, no one does. It is also not possible for me to reference my provider or front desk staff when a bill is not sent until 13 months later. I truly believe this business is completing insurance fraud and over billing patients for care rendered while deceiving patients on what they are being charged for.

  Customer Answer

  Date: 08/03/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Kindbody has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************