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Business Profile

Infertility

Kindbody

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Infertility.

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 froze my eggs a few years ago with Kindbody and agreed to pay an annual fee for storage. This year Kindbody billed me without submitting a preauthorization claim to my insurance, which is preventing me from being reimbursed for this service. My insurance says Kindbody needs to submit that preauthorization claim. I have called Kindbody every day for the past six weeks (and only gotten through a handful of times), I've written several messages, and each time I've been told someone will follow up with me later but they never do. As far as I know, six weeks later my claim has still not been filed. This business's billing department is apparently unreachable. I think other women should know not to trust this business with something as sensitive, important, and expensive! as fertility care when they can't be bothered to respond to patients.

    Customer Answer

    Date: 07/19/2024

    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,

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

  • Initial Complaint

    Date:05/21/2024

    Type:Product Issues
    Status:
    Resolved
    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 kind body benefits through ******* Methodist. We were approved for a refund for over $10,000 for ivf services used. We have been waiting over 3 months for our refund check. I have messaged numerous times with no updates on when I will be receiving my refund. This money will be used to pay our ivf loan and the delay is hindering us paying off the loan.

    Customer Answer

    Date: 06/15/2024

    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,

    ****** ***

  • Initial Complaint

    Date:05/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 been trying to get a hold of the Billing team for over a month. They are very quick to collect money and bill you but when it comes time to refund you, they do not respond. My insurance company has also been trying to contact them without luck. I have left several portal messages and voicemails. The KindBody Billing team needs to provide information about what my insurance has covered, what is owed to me, and rectify any incorrect insurance billing codes per my insurance company. How can customers undergoing IVF get in contact with the *******************

    Customer Answer

    Date: 06/11/2024

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

    [Your Answer Here]

    The business finally responded to me after I called several locations asking for help. Unfortunately, the issue not yet resolved. 

     

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 08/30/2024

    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,

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

  • Initial Complaint

    Date:05/02/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    In April of 2022 I underwent egg freezing procedure at KindBody. I was quoted and signed upon the costs of the procedure as well as ongoing costs which would be $7500 for the procedure plus the cost of the medications. First year of storage of the eggs for free and then $600 a year after that to keep the eggs frozen in their facilities. There was never a mention that this price could increase. I knew that I could only afford $600 per year for storage fees and that is why I agreed to proceed with KindBody. In 2023 I was charged $600 for storage fees and paid it. I just received a message from KindBody that they increased my storage fee to $920 per year now and I must pay it in order for them to continue to keep my eggs frozen. This feels like extortion and for something so personal as my frozen eggs it is unjust and unfair as well as illegal and not in the scope of what I signed and agreed to. I signed up and agreed to $600 per year for the duration of my storage. That is what I will agree to pay per year. My contract clearly states: "I understand that I am responsible for paying my storage fees, per the terms I agreed to with Kindbody, in order to continue the storage of my egg(s)." These are very dubious business practices and frankly very shady. I want to be charged what I agreed to, which was $600 per year.

  • Initial Complaint

    Date:04/19/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    My wife and I went to Kindbody, which was VIOS when we started service. Throughout the process, they were difficult to work with and challenging to understand regarding process timing and costs. Since completing services with Kindbody, we have been working to secure a refund for services not rendered. After numerous attempts to obtain information, we were told that it was always someone else's job and that they would get back to us. However, each time, there was never anyone who reached back out. We have been struggling to get a refund that exceeds $12,000 for over 5 months.I had been calling weekly and now daily, each time the same response that someone would get back and that they can see notes in the system. However each time no contact had been made.PLEASE, PLEASE, PLEASE, if you have options, DO NOT choose Kindbody during this stressful, yet hopeful journey.

    Customer Answer

    Date: 05/16/2024

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

    They have contacted regarding the refund. Currently scheduled to issue refund the week of May 20. 

     

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

    Sincerely,

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

    Customer Answer

    Date: 06/07/2024

    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,

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

  • Initial Complaint

    Date:04/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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 paid the business for three IUI cycles but only went through two IUI cycles. I finished the entire process journey in October 2023. I requested a refund for the third cycle that I didn't go through in December 2023. They told me an exact amount of refund and that it was being processed and it would take about three months because they were so backed up. Ok so what could I do but wait. It is now mid April, I've called them several times over the past three weeks and wrote to them. I get no call backs. Then someone responds to an email saying they will have to review the request in the order it was received and it would take 45 days. Hmmm, this request was received back in December of 2023 and it's been 4 months already, why should I wait for 45 days from today? Doesn't seem fair at all. I should be first in line for this review or better yet, the case should have been closed like last month!

  • Initial Complaint

    Date:02/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased an egg retrieval and transfer package from Kindbody in 2023. In 2023, I was self pay for fertility coverage. They told me that - whatever portion of the package we did not use, they would refund. In November 2023, I switched jobs and went to my husbands insurance plan - which does have fertility coverage. So I asked for a refund for the two transfers that were unused - because I now have insurance that would cover that procedure. I am owed $5,450.00 for those two transfers. This January - I started a new cycle with Kindbody, and they asked me to pay a deposit to cover the deductible. So now I've paid an additional $3400 for a deposit and they are saying that they cannot release the $5450 until my insurance pays my 2024 claims. If i paid a deposit for the 2024 cycle, there is no reason for them to also hold the $5450 form last year. I have been trying to reach them repeatedly, and they always give me a different response about why they cannot issue a refund. I've been reaching out to them weekly to obtain a status update and they refuse to even get back to me.

  • Initial Complaint

    Date:01/24/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    My financial experience with kindbody has been awful. They consistently bill the incorrect insurance, don't follow through on obtaining authorizations and chnage my balance due on my invoices without my knowledge and to suit their needs. They did not give me a financial agreement initially and keep asking me to pay again for services that I have already paid for. They made countless errors with insurance and attempt to collect the balance from me when it was provider responsibility due to kondbody not providing the required documentation. I believe that they are trying to scam clients to pay more money.

  • Initial Complaint

    Date:11/13/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 9/20 I contacted billing for kindbody about an insurance issue that arose. After waiting 5 days, I messaged On 9/25 about an eta. On 9/26 I received a response stating my insurance was submitted and pending. On 10/14 I messaged asking for an updated. On 10/16 I was told I would be refunded $708. And to verify my CC info. I replied the same day and stated yes. By 10/31 I received no message nor refund so I asked for a status on the refunded and was ghosted. On 11/7, I asked again for a status updated and it was forwarded to ******* in billing. No response. I called on 11/11. She was not available. I messaged into the portal on 11/11 that I would be submitting a compliant to the BBB. As they were not only paid thru my insurance but also charged me for a procedure and are failing to return the money that is owed.

    Customer Answer

    Date: 12/07/2023

    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,

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

  • Initial Complaint

    Date:09/13/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 6/26/23, I received a message requesting payment within 15 days of the message. I paid for two sperm cryopreservation required, each $670 - totaling $1340. On the invoice, it shows $1440 but deductions for sperm credit card payment that I am assuming is from my four co-pay payments of $25 being collected even though I had reached my out of pocket maximum. The business is committed to providing fertility help and my KindBody doctor determined that the two sperm cryopreservation were medically necessary as I had ********** in March 2023 and we wanted to increase the chance for healthier sperm in forming embryos. The nature of the dispute is providing a reimbursement of $1440 due to the fact that KindBody did not authorized/processed the two medical procedures through my insurance before charging me. I attempted to receive a reimbursement from UnitedHealthCare and they stated it should be 100% covered but KindBody did not submit any authorization requests. UnitedHealthCare also determined that I am not responsible for the denied charges. This should have been a provider write off, not billing the member. If the provider disagrees with the way the claim was processed, the provider should submit a provider appeal. *** made efforts to receive an update for this matter but have been left with avoidant responses awaiting for some managers response. It has been 3 weeks. I also find another bill for $1000 on August 15 but receive little information on whether this has gone through my insurance. I have less faith given the first did not and I have yet to hear back. My husband and I are currently low-income and cannot afford these charges that the company is not forthcoming with. The ideal solution is to receive my $1440 reimbursement (or refund) that would have been 100% covered from my insurance company. Secondly, to receive a response for the $1000 COC Sperm Donor Bill on whether I need to pay for it or my insurance will cover.

    Business Response

    Date: 09/13/2023

    Thank you for reaching out.  Please email us at ***************************** so we can set up a time to review the billing with you and address your concerns.

    Thank you again and hope to hear from you soon.

Kindbody is NOT a BBB Accredited Business.

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